Patient Access Representative III, Med Center I - W Market, 8:00a-4:30p

UofL Health•Louisville, KY

9d•Onsite

About The Position

The Patient Access Representative III is responsible for communicating with patients and physicians in a timely and professional manner both verbally and electronically. As a first point of contact for all VIP patients and providers, handling urgent referrals, as well as all web appointment requests, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards. UofL Health is a fully integrated regional academic health system with nine hospitals, four medical centers, Brown Cancer Center, Eye Institute, nearly 200 physician practice locations and more than 1,000 providers in Louisville and the surrounding counties, including southern Indiana. Additional access to UofL Health is provided through a partnership with Carroll County Memorial Hospital. With more than 14,000 team members – physicians, surgeons, nurses, pharmacists and other highly-skilled health care professionals, UofL Health is focused on one mission: to transform the health of communities we serve through compassionate, innovative, patient-centered care.

Requirements

For internal promotions, equivalent experience as a Patient Access Representative II in 2+ assigned specialty groups will substitute for the work requirement.

Responsibilities

Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups
Review incoming website appointment requests and handle in a concierge style manner by acting as one point of contact for our patients in scheduling appointments across the organization in a timely manner
Accurately schedule patient appointments in accordance with physicians’ template and guidelines using access center technologies
Regularly monitor guided schedule documents to ensure up to date scheduling compliance
Determine appropriate physicians for all non-directed referrals
Reschedule patients using proper functions
Field non-clinical patient questions or transfer to appropriate clinical parties
Set patient’s expectations for their visit ensuring an excellent patient experience
Call patients to reschedule appointment when clinic is cancelled
Use Allscripts, Centricity Business, online paging systems as well as retrieve information from other hospital systems
Treat all matters confidentially concerning patient information according to HIPAA guidelines
Adhere to group productivity and quality metrics
Maintains compliance with all company policies, procedures and standards of conduct
Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
Performs other duties as assigned